Service Advisor

About the role

The Service Advisor at Teton Auto Group is the dealership's first-line customer relations and service sales representative. Key responsibilities include greeting customers, preparing estimates, selling services, and maintaining high standards of cleanliness and professionalism.

Responsibilities

• Customer Relations
• Greet customers promptly and efficiently in person and on the phone while utilizing MAGIC
• Maintain a high level of cleanliness, grooming, and uniform appearance
• Listen to customer descriptions of problems or services needed and prepare estimates and invoices
• Handle minor customer complaints and misunderstandings with courtesy, tact, and in a manner that does not further aggravate the problem
• Communicate vehicle promise time to customers when checking them in
• Explain thoroughly to customers all completed work and any recommendations technician may have, go over 120-point inspection with explanation
• Collect payment from customers
• Act as a liaison between customer and manufacturer representatives and technicians
• Track repair orders, parts requests, unsold repairs
• Perform timely follow up with customers
• Answer incoming telephone calls promptly, courteously, and make every effort to satisfy the caller’s inquiry
• Strive to make sure that every customer is very satisfied with the level of service offered by the dealership
• Maintain CSI ratings at or above the levels designated by management
• Ensure timely and accurate completion of repair orders and completed work
• Schedule appointments, answer any questions customer may have regarding repairs or maintenance that are needed
• Communicate additional vehicle problem/complaint information to the technical staff as needed
• Remain continuously posted on the group’s work load to determine the kind of work the group can accommodate
• Inform the sales manager of potential new or used vehicle sale customers
• Confirm service appointments by telephone the day before the customer’s scheduled arrival
• Prepull the customer’s service history file when necessary (e.g. comeback, questionable maintenance history, etc.)
• Contact all service customers when their vehicle’s work is finished and review the completed repair order and total charges
• Advise all warranty customers that they may be receiving a service survey from the Dealership/Manufacturer. Review a copy of the survey with the customer and advise them of the survey’s intent. Ask the customer to check the “highest level” boxes and deal with any concerns they may have
• Contact management of any situation or event that could interfere with established objectives, standards, or company policies
• Report to management any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers
• Service Sales
• Sell the proper repairs and/or services responsive to the customer’s perceived needs
• Present a service menu of recommended maintenance services to every service customer
• Make a genuine effort to sell the maintenance services due on every service customer’s vehicle according to the “Active Customer Reception” process
• Obtain accurate parts and labor prices for all customer pay and internal operations using the appropriate parts price sources and labor pricing guides
• Give every customer an accurate estimate at the same time that the quick write sheet is initially written. Provide them with an estimate copy of the quick write sheet with a business card attached
• Obtain the customer’s written approval on all quick write sheets at the time of write-up or on the repair order when closing the repair order for additional add-on sales
• Obtain properly documented telephone approval for all add-on sales when the customers are not at the dealership
• Meet or exceed sales objectives set by management (see below)
• Group productivity objective – 125%
• Repair orders per day – 16-18 total
• Hrs per repair order – 2.3-2.8 (customer pay)
• Items per repair order – 3-3.5
• One item repair orders – 10% max
• Percent of maintenance – 70%
• Percent of repair – 30%
• Menu sales – 5 per day
• Effective labor rate – within 10% of posted rate
• Administration
• Determine responsibility for payment of requested repairs and/or services
• If the customer is requesting warranty or service contract coverage; verify component eligibility, provide proper documentation, and obtain authorization
• Write repair orders that are legible, complete, accurate, and properly documented
• Provide clear explanations for the condition, cause, and remedy regardless of the repair type
• Obtain the customer’s signature (authorization) on every repair order
• Separate and distribute repair order copies according to department policy
• Properly document all repair order changes
• Obtain management authorization for any voided repair orders
• Carefully inspect every finished repair order for proper completion of the requested repairs and/or services, technician explanation, pricing accuracy, and legibility
• Verify the flat rate hours for each operation and make sure that the technician’s time flag corresponds with the work performed
• Maintain a service appointment log and a service production schedule (route sheet) on a thorough, accurate and continuous basis
• Maintain a record of all carryover vehicles. Note the reason for the carryover and the estimated time of completion on the daily service production schedule
• Maintain a special-order parts tracking file and monitor the daily status
• Contact customers as soon as their special-order parts arrive and schedule an appointment to have them installed
• Perform other specific administrative functions as directed by service management
• Maintain assigned work station in an organized and clean manner
• Assist management in keeping the service reception area clean, neat, and orderly at all times
• Assist the group leader in co-managing the group. Conduct group meeting as necessary to make sure all group members comply with the established policies and procedures
• Give management continual feedback concerning the performance of each group member
• Provide the service manager with constructive feedback for annual employee performance appraisals

Qualifications

• High school diploma/GED required
• Extensive knowledge of automotive industry and parts
• Excellent communication and organizational skills
• Ability to communicate equally well with technicians, customers and senior management

Skills

• High school diploma/GED required
• Extensive knowledge of automotive industry and parts
• Excellent communication and organizational skills
• Ability to communicate equally well with technicians, customers and senior management

Benefits

• Medical, Dental & Vision Insurance
• 401K Plan
• Paid time off and vacation
• Growth opportunities
• Paid Training
• Employee vehicle purchase plans
• Long term job security
• Health and wellness Discounts on products and services

Pay

Compensation is commensurate with experience.

Schedule

Work schedule is flexible and may vary based on departmental needs.